Technical Support Analyst - Richmond, VA

Job Title: Technical Support Analyst 4

Location: Richmond, VA

Duration: 09 months of contract ( Onsite)

ABOUT THE ROLE

Client is seeking a local candidate for an on-site technical support position. The ideal candidate will have experience supporting Windows desktop users in an enterprise environment.

Duties and Responsibilities:

• Onboarding and offboarding both new and separating employees
• Supports and maintains user account information changes including system access rights, security, and system groups
• Manages and monitors customer IT issues using helpdesk tools – Keystone Edge (KSE), Shared Email Inbox, and SharePoint.
• Provides support over the phone, in person, and using remote control tools
• Acts as a liaison to ensure the delivery of high-performance IT support services
• Works directly with customers to assist in managing and fixing software and application issues on desktops, laptops, tablets, printers and copiers
• Provides recommendations to management for the improvement of systems and processes
• Provides troubleshooting and root cause analysis of software, hardware, network, and system issues, and escalates as needed to the appropriate resource
• Installs, maintains, relocates, and assists in testing and upgrading of new and existing hardware and software(must be able to lift up to 50lbs)
• Performs software installations manually and via automated deployment tools and command line scripting
• Creates documentation of work processes and procedures, and creates job aids for internal staff
• Required Skills:
• Strong customer service skills with a "Customer First” attitude
• Extensive skills and experience in desktop products including but not limited to Windows 11, SharePoint, OneDrive, Teams, and Microsoft Office 365
• Ability to utilize troubleshooting tools and skills in managing and administering desktops, laptops, tablets, and phones
• Excellent research and investigative skills
• Knowledge and experience in Active Directory, Group Policy (GPO), remote support tools, basic networking
• Experience in working with help request tracking and reporting tools
• Knowledge of IT concepts and trends and new technologies
• Ability to troubleshoot hardware and software issues, and communicate solutions to customers both verbally and inwriting
• Ability to communicate effectively verbally and in writing with individuals and groups
• Basic understanding and knowledge of software packaging and deployment